Customer Care

Terms & Conditions of Purchase

As a responsible provider of eyecare solutions, Optical Express aims to provide exceptional standards of service, expertise and product quality. We do our utmost to ensure that you are completely happy with every aspect of your experience with us.

Outlined below are the terms and conditions relating to purchases from Optical Express.

Glasses Deposits

Full payment must be made before glasses and contact lens orders can be processed.

Cancelled Glasses Orders

Our electronic processing system ensures that your glasses are manufactured to your precise individual requirements without delay. Should you subsequently decide to cancel your order, we reserve the right to retain:

  • 25% of the total order value for cancellations within 1 day of order placement
  • 50% of the total order value for cancellations within 2-3 days of order placement
  • In the event that your glasses have been manufactured, then the total cost becomes payable.

Your statutory rights are not affected.

Varifocal Policy

In the unlikely event that you are unable to adapt to your new varifocal lenses within a period of 30 days from the date of collection, we will happily exchange them for either bifocals or separate distance and reading glasses. Refunds are not applicable.

Your statutory rights are not affected.

Glasses Refunds

In instances where faulty glasses and lenses cannot be replaced, a full refund will be given to the purchaser.

Refunds are issued via the original payment method used. If original payment method was cash, the refund will be issued via electronic bank transfer and will be sent by HSBC bank. We share your name, mobile telephone number and email address with HSBC in order for it to administer payments and this is done through HSBC’s portal. Please see our privacy policy for more information about how we handle your personal data. You can also find out more about how HSBC handles personal data here. You will receive an SMS message from Optical Express confirming that you are due a refund payment. This SMS message will also include a unique registration code. You will then receive an email from HSBC containing instructions on how to claim your payment and asking you to register using the unique registration code received by SMS. You will be asked to provide bank details for the account you wish the payment to be paid into. The unique registration code is valid for 30 days so must be activated within this time period.

Optical Express operates strictly within the guidelines set out within the Consumer Rights Act 2015.

Frames and Non-prescription Sunglasses

We will exchange frames and non-prescription sunglasses for an alternative product or gift voucher within 14 days of purchase. It should be noted that this applies only to unworn products, returned in their original condition and packaging and accompanied by a valid receipt.

Laser Eye Surgery/ Lens Surgery Refunds

Should you subsequently decide to cancel your laser eye surgery or lens surgery, the refund due is as follows:

  • Within 3 days of booking the surgery – 100% refund
  • More than 3 days after booking the surgery, but up to 7 days before your pre-surgery clinician discussion – we will retain €200 from any amount paid and refund the balance to you of what you have paid.
  • Within 2 days of attending your pre-surgery clinician discussion – we will retain €200 from any amount paid and refund the balance to you of what you have paid.
  • More than 2 days after your pre-surgery clinician discussion – we will retain the minimum deposit of up to €700 and refund the balance of any amounts paid back to you of what you have paid.
  • If we cancel your treatment and cannot offer you another date in either the clinic of your choice or a different Optical Express, you will receive 100% refund.

Please note, due to the clinical nature of the treatments offered by Optical Express, our internal administration process can take up to 28 working days for your refund to be processed.

Refunds are issued via the original payment method used. If original payment method was cash, the refund will be issued via electronic bank transfer and will be sent by HSBC bank. We share your name, mobile telephone number and email address with HSBC in order for it to administer payments and this is done through HSBC’s portal. Please see our privacy policy for more information about how we handle your personal data. You can also find out more about how HSBC handles personal data here. You will receive an SMS message from Optical Express confirming that you are due a refund payment. This SMS message will also include a unique registration code. You will then receive an email from HSBC containing instructions on how to claim your payment and asking you to register using the unique registration code received by SMS. You will be asked to provide bank details for the account you wish the payment to be paid into. The unique registration code is valid for 30 days so must be activated within this time period.

Rescheduling Laser Eye Surgery / Lens Surgery

Rescheduling a procedure within 7 days of a planned surgery date will incur a €200 fee per eye.

Rescheduling of a procedure more than 7 days prior to a planned surgery date will be carried out without charge.

Treatment cancellation / refund

If you have not paid the balance of your treatment 7 days before the date it is scheduled to take place, we will cancel your treatment.

If we have to cancel your treatment and cannot offer you another date within 12 months in either the clinic of your choice or a different Optical Express clinic, you will receive a 100% refund. We will refund all money you have paid within 28 working days of the cancellation.

Refunds are issued via the original payment method used. If original payment method was cash, the refund will be issued via electronic bank transfer and will be sent by HSBC bank.
We share your name, mobile telephone number and email address with HSBC in order for it to administer payments and this is done through HSBC’s portal.

You will receive an SMS message from Optical Express confirming that you are due a refund payment. This SMS message will also include a unique registration code. You will then receive an email from HSBC containing instructions on how to claim your payment and asking you to register using the unique registration code received by SMS. You will be asked to provide bank details for the account you wish the payment to be paid into. The unique registration code is valid for 30 days so must be activated within this time period.

Please see our privacy policy for more information about how we handle your personal data. You can also find out more about how HSBC handles personal data here.

If you have not paid the balance of your treatment 7 days before the date it is scheduled to take place, we will cancel your treatment:

  • We will retain the minimum deposit of up to €700 and refund the balance of any amounts you have paid within 28 working days of the cancellation.
  • The minimum deposit of up to €700 can be used toward the booking of a new date for your treatment if this date is within 3 months of the date that had initially been booked for this treatment.
  • The minimum deposit of up to €700 can be used towards one rebooking only and cannot be transferred to the booking of a different patient.